Quality Assurance Assessor

The main purpose of this position is to enhance the customer experience journey by assessing call centre interactions (calls, email, chat, other), enable low-risk and zero-surprises, and producing reports which tell the story of the customer experience journey. Actively engage stakeholders for information sharing purposes regarding quality findings and trends. Contribute towards Continuous Improvement initiatives to improve compliance, processes, systems, and skills.

Key Responsibilities

1. Daily Quality audits as per process requirement
2. Provide Feedback to the agents for defects identified
3. Conduct Customer repeat analysis for all the errors received from the clients
4. Complete feedback targets per the QSD
5. Contribute brainwave ideas to improve the process
6. Assist in preparing relevant quality reports
7. Identify the improvement areas for agents and share it with the Manager - Quality
8. Communication with clients, when required
9. Help operations in identifying the training needs for call centre agents

Knowledge, Skills and Attributes:

1. Analytical skills and time management
2. Coaching and Feedback
3. Conflict Management
4. Interpersonal skills and people skills
5. High attention to detail and accuracy
6. Exceptional knowledge of customer care process and systems
7. Proficiency in verbal & written English
8. Strong communication and interpersonal skills
9. Excellent working knowledge of MS Word and Excel
10. Strong administrative skills
11. Excellent presentation skills
12. Ability to master new applications quickly
13. Excellent organizational, time management and co-ordination skills
14. Strong analytical ability and logical thinking style
15. High sense of accountability
16. Team player
17. Goes the extra mile

Qualifications

1. Grade 12/Matric
2. Minimum 12 months’ experience as a quality assessor

Please note only suitably qualified individuals need to apply. Please forward an updated CV to xxxxxxxxxx@xxxxxxx.xxx